Customer Care Specialist II

Role Overview

• Proficient in all knowledge base requirements
• Manage high volume of inbound calls, emails and SMS
• Identify client needs, research issue and provide solutions and/or alternatives
• Meet and/or exceed quality guidelines and key performance criteria
• Work across the organization as needed to resolve client requests
• Effectively communicate how to use any of our customer facing tools
• Perform other task and duties as requested by management
• Become proficient in all platforms, systems, and tools used to maintain carrier/client, records, transactions, documentation and relevant data

Requirements

• High School Diploma/GED and 3 years’ experience in a related field
• OR the right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline and up to 1 year of experience
• OR 5 years’ experience in a related field
• 2 years experience with customer service and/or contact center
• 2 years automotive industry and/or logistics experience preferred
• Working knowledge and proficiency with Microsoft Office products
• Excellent oral and written communications skills, particularly in a phone, email or chat context
• Attention to detail and follow-through
• Demonstrated ability to adapt in a changing environment
• Ability to multi-task within a fast-paced, high energy, dynamic and demanding environment
• Demonstrated experience being a customer-focused, service-oriented professional
• Must have flexibility to work evenings, weekends, holidays as required
• Ability to handle multiple projects/tasks at a time
• Servant team member with ability to build strong trusted relationships
• Bilingual English-Spanish preferred

Benefits

• Employees are eligible to receive a minimum of sixteen hours of paid time off every month
• Seven paid holidays throughout the calendar year
• Additional paid time off in the form of bereavement leave
• Time off to vote
• Jury duty leave
• Volunteer time off
• Military leave
• Parental leave
• Health care insurance (medical, dental, vision)
• Retirement planning (401(k))
• Paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO)